BT Group Looking for Service Desk Team Leader at Kolkata, West Bengal

BT Group; Kolkata; On-site; INR 10,00,000 - 15,00,000; Full time

Job summary

A global telecommunications company is looking for a Service Ops. Team Lead in Kolkata to supervise service operations teams. You will coordinate incident management, foster supplier relationships, and coach employees for better deliverables. This role requires strong analytical skills and a commitment to customer service excellence.

Qualifications

• Proven leadership in service operations management.
• Strong analytical skills to monitor operational effectiveness.
• Excellent communication and customer engagement capabilities.

Responsibilities

• Supervise a team of service operations professionals.
• Coordinate incident management and troubleshooting.
• Drive relationships with suppliers and stakeholders.
• Monitor effectiveness through service operations reports.
• Coach team members on deliverables.

Skills

Customer Success

Information Management

Communication

Technology Implementation

Continuous Improvement

Problem Solving

Service Level Agreement Management

Quality

Cloud Computing

IT Operations

Customer Relationship Management

Technical Support

Project/Programme Management

Incident Management

Issue Escalation

Job description

Job Req ID: 14322

Posting Date: 18-Apr-2023

Function: Service

Location:
Rajarhat, Kolkata, India

Salary: within range

Why this job matters

The Service Ops. Team Lead supervises a team responsible for delivering the service requirements of the supported customers and meeting the operational enablement and readiness of services offerings and capabilities

What you’ll be doing

1. Supervises a team of service operations professionals to deliver Service Operations activities.

2. Coordinates incident management, prioritisation and diagnostics related activities, logically troubleshoots complex customer issues or incidents, and escalates issues if necessary.

3. Drives a healthy and professional relationship with suppliers and senior internal stakeholders, ensures excellence customers engagement.

4. Monitors operational effectiveness of support services through analysing service operations reports and supports the implementation of improvement plans.

5. Coaches team members on deliverables, ensuring that services are aligned to the client’s business requirements.

6. Coordinates the preparation of accurate and timely reporting and related insights in respect of key performance metrics and operational efficiency.

7. Works to understand core issues affecting the client and liaise with the relevant service teams to resolve.

The skills you’ll need

Customer Success

Information Management

Communication

Technology Implementation

Continuous Improvement

Problem Solving

Service Level Agreement Management

Quality

Cloud Computing

IT Operations

Customer Relationship Management

Technical Support

Project/Programme Management

Incident Management

Issue Escalation

Our leadership standards

Looking in:
Leading inclusively

I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes

I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer

I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy

I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset

I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future

I build diverse future-ready teams where all individuals can be at their best.